by odlo-en-be
Sustainability
Behind the Seams Ep. 1: More with Less
A new series of product video shorts looks at the why behind some of our favourite base layers. All in three minutes or less.
More wear. More tear. More expert care. Odlo expands Swiss repair.
Full and free repairs for warranty pieces now available at all Odlo CH shops.
BY: MARK COHEN • Sustainability • 27.09.2024
After three resale programme launches in Zurich, Oslo and Berlin, and a repair pilot in Annecy, we’re proud to launch another milestone in our growing ReWEAR franchise – free clothing repairs across all our Swiss stores on all warranty products – part of an ongoing effort to close the loop.
How it works
We’re definitely proud of the comfort and quality of our products. But every now and then, everything destined for outdoor greatness needs some tidying up.
We take possession of your product in-store, and at the same time detail how and what repairs can be done. We then hand the item over to our partners at createlab in Schönenwerd where pieces are professionally sewn, stitched, and mended to a near-new standard (most of the time) so that you can use them again for years.
If your item is still covered under warranty (meaning bought within the last two years), repairs and shipping are on us. For pieces outside our warranty period (+2 years), you can of course access the professional repair service just the same – but we split the costs. You pay for the repairs, and we’ll cover shipping.
(For community members in our Annecy store – our biggest in France – you have access to the same service with Goodloop.) (We are looking to expand our repair service to other stores in France soon.)
Types of repairs
Not all repair needs are the same, of course. If under warranty, we consider repairs to be things like cosmetic updates (hems and buttons), torn seams, mysterious and irritating holes, a zipper that won’t cooperate. Visit us in store and we’ll find a solution.
If your needs have changed however or a product is outside the warranty period, our ReWEAR programme is there for you, too. Clothing from Odlo or any other brand is subject to our Take-back initiative where we make sure items get reused, resold, or disposed of responsibly. (We’ve partnered with TEXAID to sort, clean, recycle or dispose of old pieces). If the product really is at the end of the road and you have your eye on a replacement, we’ll give you 10% off your purchase.
In other instances where a product has gone totally wrong or is just defective, come to see us in store just the same. Our standard is to replace the product free of charge.
Further Commitments – Sustainable Textiles Switzerland
Aside from the widening of our repair services, we’ve got more news to share. Odlo recently joined Sustainable Textiles Switzerland – part of our ongoing commitment to doing more. This is a multi-stakeholder program with the mission to make a significant contribution to the achievement of Sustainable Development Goals (SDGs) in the Swiss textile and apparel sector.
We’re excited about this partnership, the partnerships in our ReWEAR programme and further relationships across Switzerland with Protect Our Winters and others. A collective process we’re on, step by step.
FAQ
General repair service & warranty coverage:
You can access our repair service throughout Switzerland in all brand stores & outlets and in France at our Annecy store.
Not yet. At this time, you must bring your damaged items into the eligible store locations to use the repair service. We do not receive or ship products abroad.
If the product is within its warranty, we’ll provide the service free of cost and ship it back to the store for pick up. In the case that the item is damaged beyond repair, we will replace it for free.
If it’s outside the warranty, don’t worry – we’ll cover the shipping directly to your front door while you cover the repair cost.
It covers all products that have been purchased within the last 2 years. Currently, we offer repair only for products that have been purchased in any Odlo Brand Store & Outlets in Switzerland. We are working on extending the repair service also to customers who bought the products online. If you bought the product at a multi-brand retailer, please return to that store to inquire about their repair or replacement policy.
If your product has tears to the seams or the fabric, your zipper is broken, or snaps, buttons or Velcro came off, you can definitely bring your product to Odlo. You can also get washing and reproofing to keep your outerwear working under the rain, should you notice any problems within the first 2 years of use.
Alterations of fit and customisations are not covered.
If you bought online, you can request a refund or replacement of the product through our customer service team. If you bought the product at a multi-brand retailer, please return to that store to inquire about their repair or replacement policy.
We request the customers to bring in the purchase receipt. If this is not available anymore, we invite you to still come into the store and discuss a potential solution with the store staff.
No, the repair service is only offered for Odlo products. To keep more items out of the landfill, you can utilise our take-back service if you have a damaged non-Odlo product you’d like to part with.
No; certain items cannot be repaired for specific reasons. For example, next to skin underwear (like briefs, boxers or bras) are ineligible for repair, as well as products with heavy fabric stains or defects. Please talk to a store staff member for advice. If the product is within warranty, the staff will replace it with a new product; if not, you can drop off the product at the store if you no longer want it.
Logistics:
No, at this stage you must visit the store locations to request repairs. To access the repair service, you must have purchased the product in-store and not online. We are working to extend this service to online customers as well.
Normally it takes 7 business days (excluding time for shipment). In winter – peak season for our repair partners – repairs may take longer to complete. The repair partner will communicate directly with you if delays are expected.
If the product was repaired under warranty, the product will be sent to the Odlo store for you to pick up. If the product repair was paid by you, you will receive it directly to your doorstep.
If you have a warranty repair that gets delivered to the store, the staff will inform you via email.
User cases:
Yes, you can! As part of our take-back programme, when items are brought in but not wanted back by the original owner, they will be repaired and fed into the stock for our ReWEAR resale area in Zurich.
As an additional benefit of our take-back programme, you can drop your product in the Odlo store take-back bin and receive a 10% off discount voucher for a new purchase.
This option is still available, so you can request it at the store staff. However, we invite you to reconsider as repairing clothes is a very important step to reducing your environmental footprint. If you still choose to replace it, we will collect the defective product, repair it put it back into our resale collection.
The store staff will be able to show the repair pricing list with a pricing range basing on the defect that needs reparation.
Yes; however this is not covered by warranty. Odlo can facilitate sending the product to the atelier for alterations or customizations but will not cover the cost even if product has been bought less than 2 years ago.
Not yet. We are developing this program locally in different countries, so stay tuned for news on our future activations!
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